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Title: Breaking bad news with CONSOLE : toward a framework integrating medical protocols with crisis communication
Authors: Tan, Kevin Kok-Yew
Pang, Augustine
Kang, Janelle Xiaoting
Keywords: Social sciences::Communication
Issue Date: 2018
Source: Tan, K. K.-Y., Pang, A., & Kang, J. X. (2019). Breaking bad news with CONSOLE : toward a framework integrating medical protocols with crisis communication. Public Relations Review, 45(1), 153–166. doi:10.1016/j.pubrev.2018.10.013
Journal: Public Relations Review
Abstract: This paper develops the CONSOLE (Coherence, Orientation, Nuance, Support, Ongoing, Leadership, Emotions) framework to guide practitioners on how to break bad news effectively to stakeholders during crises. Arguably the first study integrating well-established medical protocols such as SPIKES (Baile et al., 2000) and COMFORT (Villagran et al., 2010) with crisis communication literature, the CONSOLE framework is applied on four aviation crises to examine the manner in which organizations communicate bad news on social media platforms, which are increasingly used to communicate with stakeholders (Siah, Bansal & Pang, 2010). Data was obtained during the height of the crises (Vasterman, 2005) from official Twitter and Facebook pages of Malaysia Airlines, AirAsia and Asiana Airlines. Findings showed that the airlines’ communication of bad news to stakeholders suffer from emotional deficit. Practitioners can use the CONSOLE framework to break bad news in a holistic and empathetic manner during crises.
ISSN: 0363-8111
DOI: 10.1016/j.pubrev.2018.10.013
Rights: © 2018 Elsevier Inc. All rights reserved. This paper was published in Public Relations Review and is made available with permission of Elsevier Inc.
Fulltext Permission: open
Fulltext Availability: With Fulltext
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